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Reporting and analytics admin questions

Articles that help understand the basic concepts of reporting and analytics with Explore. Articles about migrating from Insights to Explore, general settings, access and licensing, datasets availability, data syncs, and other miscellaneous topics.


How are tickets created from article searches captured?

Question How are tickets created from article searches captured? Answer The Ticket Created metric is related to the h...

Edited Dec 11, 2024

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How can I export all tabs from a dashboard?

Question In Explore, I'd like to export all the tabs from my dashboard. How can I proceed? Answer In dashboards, you...

Edited Sep 03, 2024

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Where can I grant agents access to Explore? [Video]

Question How do I grant access to Explore? Answer See the video below for a walkthrough of how to grant access to Exp...

Edited Nov 06, 2024

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How can I change the status of my agents?

Question How can I change the status of my agents? Answer An admin or a user with permission can change the status of...

Edited Jul 11, 2024

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Why is my prebuilt Chat dashboard empty on Explore?

Question My agents message customers daily from Support tickets. However, my Chat dashboard shows no data. How is tha...

Edited Dec 19, 2023

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Why does overall sum remain consistent, even when sorting by the top or bottom attribute?

Question In Explore, I added a total to a report with a top/bottom filter. Why does the overall sum remain consistent...

Edited Nov 27, 2023

3 votes  ·  2 comments

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Why don’t I see the Live data (including Messaging) dashboard in Explore?

Issue I recently set up messaging, but I don’t see the Live data (including Messaging) prebuilt dashboard in Explore....

Edited Aug 31, 2023

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Why do Explore vote metrics differ from article votes?

Question Why do Explore metrics from the Knowledge base dataset, for example, Article upvotes, show different figures...

Edited Mar 08, 2024

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Why do I see a difference between the data I get through APIs and the results from my Explore reports and dashboards?

Question Why do I see a difference between the data I see using APIs and Explore? Answer You might see a difference b...

Edited Aug 15, 2023

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Can I migrate reporting data from one Zendesk instance to another?

Question Can I migrate reporting data from one Zendesk instance to another? Answer Migrating reporting data between Z...

Edited Aug 26, 2024

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Can I report on the number of tickets with attachments in Explore?

Question Can I report on the number of tickets with attachments in Explore? Answer No, there isn't a metric or attrib...

Edited Jun 28, 2023

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How can I automatically email my Explore report?

Question I have an Explore report that I want to share with people by email. How can I automatically email my reports...

Edited Jul 19, 2023

1 vote  ·  6 comments

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When did my data last sync in Explore?

Question When did my data last synchronize in Explore? Answer You can verify the time your data was last refreshed in...

Edited Mar 21, 2023

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Why don't I see an agent's current work items when I drill into a live metric?

Question When I try to see the items of an agent’s current work by drilling into a live metric, I get a message that ...

Edited Jan 20, 2025

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When is my Support ticket backlog data available in Explore?

Question When is the Support ticket backlog data available in Explore? Answer Explore collects backlog information e...

Edited Aug 21, 2024

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How can I start using Explore?

Question How can I get started with Explore? Answer The video below walks you through a complete overview of the elem...

Edited Jan 16, 2025

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What language will my Explore report be displayed in?

Question Can my Explore report be displayed in different languages to different users? Can I change the language of m...

Edited Jan 24, 2024

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Can I share reports with people outside of Zendesk?

Question Can I share Explore reports with users outside of Zendesk? Answer No, this is not possible. However, you can...

Edited Jan 24, 2024

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Do I have to purchase the same number of agent licenses for Support and Explore?

Question I don't need all of my agents to use Explore. Do I have to purchase the same number of licenses for both pro...

Edited Jan 24, 2024

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Will my custom dataset still receive updates from Zendesk?

Question If I create a new dataset, does the dataset sync on the same interval as the default datasets? Answer Yes. ...

Edited Jan 24, 2024

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Can I export just one tab of an Explore dashboard?

Question In Explore, can I export just one tab of a dashboard instead of the whole dashboard? Answer Yes, you can use...

Edited Jan 24, 2024

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Why are my Explore reports cut off or missing at the bottom of my exported or scheduled dashboard PDF's and images?

Question Why are my reports cut off or missing at the bottom of my exported or scheduled Explore dashboard PDFs and i...

Edited Aug 21, 2024

3 votes  ·  2 comments

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What data makes up my report or dashboard?

Question I created a report and want to double-check the data it's showing. I want to know what ticket numbers, call ...

Edited Jan 24, 2024

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Which time zone does Zendesk Explore use?

Question Which time zone does Zendesk Explore use? Answer Explore uses the Timezone in the user profile. This timezo...

Edited Jun 07, 2023

4 votes  ·  13 comments

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Can I see the number of times my agents have viewed a report in Explore?

Question Can I see the number of times my agents have viewed a report in Explore? Answer It is not possible to track ...

Edited Apr 29, 2024

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Do deleted brands remain in Explore reports?

Question I am planning on deleting some brands. Will the brands still show up in Explore or will they revert to the d...

Edited Jan 10, 2024

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How do I access Explore?

Question I am new and unsure where I go to open Explore. Where is Explore located? Answer You can get to Explore fro...

Edited Feb 11, 2025

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Why aren't there any dashboards available in Explore?

Question Why aren't there any dashboards available in Zendesk Explore? Answer If your Explore user role is a Viewer,...

Edited Jul 26, 2023

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Error message: "It looks like you don't have permission to access Explore"

Issue symptoms When I access Explore I get this error message: It looks like you don't have permission to access Expl...

Edited Aug 21, 2024

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What goes in the rows and columns of an Explore report?

Question What goes in the Rows and Columns of an Explore report? Answer The Rows and Columns section in the report bu...

Edited Jan 24, 2024

1 vote  ·  4 comments

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